[All remote jobs](https://jobicy.com/jobs.md)[![Huntress logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/91eae3ae-221.jpg)](https://jobicy.com/company/huntress.md)[Huntress](https://jobicy.com/company/huntress.md) # Product Support Specialist- Eastern Time Zone Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/huntress.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 50k–65k / yrDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceOpen levelPublished24 Oct 2026Apply before23 Nov 2026Listing views39Application actions0Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Huntress is seeking a Product Support Specialist to serve as the first technical support contact for customers using its cybersecurity platform. The role focuses on diagnosing issues, guiding customers through resolutions, documenting findings, and escalating incidents when needed. Candidates need practical troubleshooting experience with Windows and macOS, including system services, configuration tools, antivirus interactions, and common application issues. This is a fully remote US position restricted to candidates in the Eastern Time Zone and emphasizes responsive, high-quality customer service in a fast-growing environment. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 3/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role requires practical operating-system troubleshooting and sound escalation judgment across customer environments. Its fast ticket-resolution expectations and customer-facing nature raise the pace, but structured coaching and team collaboration provide support. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$57,500US market range (per year)$50k–$70k0$77k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. The employer discloses a base compensation range of $50,000 to $65,000 USD. The yearly cadence is inferred from the US-based, full-time role and the stated salary scale; bonus and equity are additional components not included in the base range. Estimated US market compensation for a technical product support specialist is approximately $50,000 to $70,000 annually. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical customer support](https://jobicy.com/jobs?search_keywords=Technical%20customer%20support.md)[Windows troubleshooting](https://jobicy.com/jobs?search_keywords=Windows%20troubleshooting.md)[macOS troubleshooting](https://jobicy.com/jobs?search_keywords=macOS%20troubleshooting.md)[Windows services](https://jobicy.com/jobs?search_keywords=Windows%20services.md)[Windows Registry](https://jobicy.com/jobs?search_keywords=Windows%20Registry.md)[System administration](https://jobicy.com/jobs?search_keywords=System%20administration.md)[Incident escalation](https://jobicy.com/jobs?search_keywords=Incident%20escalation.md)[Customer communication](https://jobicy.com/jobs?search_keywords=Customer%20communication.md)[Antivirus configuration](https://jobicy.com/jobs?search_keywords=Antivirus%20configuration.md)[GPO](https://jobicy.com/jobs?search_keywords=GPO.md)[RMM tools](https://jobicy.com/jobs?search_keywords=RMM%20tools.md)[SCCM](https://jobicy.com/jobs?search_keywords=SCCM.md)[Documentation](https://jobicy.com/jobs?search_keywords=Documentation.md)[Problem solving](https://jobicy.com/jobs?search_keywords=Problem%20solving.md)[Process Explorer](https://jobicy.com/jobs?search_keywords=Process%20Explorer.md) Sample interview questionsHow would you handle a customer report that the Huntress product is interfering with another application?I would first collect the application version, endpoint details, relevant logs, timestamps, and steps to reproduce the behavior. I would assess antivirus or endpoint-security interactions, test or validate the likely cause where possible, provide a safe workaround if available, and escalate with clear evidence when deeper engineering review is needed. What information would you gather when troubleshooting a Windows service issue? I would verify the service status, startup type, account permissions, dependencies, recent system changes, Event Viewer entries, and relevant application logs. I would also check for policy, registry, or security-tool settings that could prevent the service from starting or operating correctly. How do you balance fast ticket resolution with a high-quality customer experience? I prioritize quick acknowledgment, structured discovery, and clear ownership of each issue. I keep the customer informed of progress, avoid unnecessary technical jargon, document actions carefully, and escalate promptly when the issue requires specialized expertise rather than delaying a resolution. Describe how you would decide whether to escalate a support incident. I would escalate when the issue indicates a product defect, security impact, widespread service disruption, data-risk concern, or when established troubleshooting steps do not resolve it. Before escalating, I would ensure the case includes reproduction details, diagnostics, customer impact, and all troubleshooting already performed. How would you support a customer who is frustrated and not technically experienced? I would acknowledge the impact, use calm and plain language, and break the troubleshooting process into small, manageable steps. I would confirm understanding throughout the conversation, explain what I am doing and why, and remain accountable through resolution or a clearly communicated escalation. Opportunity details ## About this role. What We Do: Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact. Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers’ protection. Huntress now secures more than 6M endpoints and 16M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other. Reports to: Product Support Manager Location: Remote US Compensation Range: $50,000 to $65,000 base plus bonus and equity *For this position, we are only considering candidates located in the Eastern Time Zone. What We Do: Cybercrime is growing, and more businesses are getting hit by threats that used to target only the biggest organizations. That pushes defenders like us to operate at the highest level, and it deepens our need for good people who want to make a meaningful impact. Founded in 2015 by former NSA cyber operators, Huntress is a remote-first team working to make enterprise-grade cybersecurity accessible to businesses of all sizes. We work closely with security teams and service providers protecting complex environments, often without the time or headcount to handle it all. That’s why we build our technology in-house and back it with a 24/7 human-led Security Operations Center (SOC). As a result, our platform is never disconnected from the experts who manage it, ensuring our customers’ protection. Huntress now secures more than 5M endpoints and 14M identities worldwide. Those numbers keep growing because more businesses rely on us to help carry the load and operate with more confidence. Every day, you can see that commitment in how we stand with our customers and how we show up for each other. What You’ll Do: At Huntress, we have built a team that is focused on protecting our customers against cybersecurity threats. We value transparency, honesty, and going above and beyond to do the right thing. We have a world-class support team built with individuals who provide best-in-class service to our customers. We take pride in our 98%+ CSAT rating and ticket close times within hours of submission. We’re looking to hire an individual who has a passion for customer support, a strong team-player mentality, and the willingness to become an expert in our technology and product offerings. You’ll join a department that cares deeply about providing training and mentoring opportunities to our team members. Leadership provides regular coaching, mentoring, and training opportunities. As a Product Support Specialist here at Huntress, you will play a key role in interacting with our customers. You will have the opportunity to directly impact the bottom line by ensuring that we continue to deliver world-class support. This customer-facing role requires a customer-centric mentality, as you will be the first and primary point of contact for technical support. Our Product Support team works collaboratively and as one team in order to resolve customer inquiries as effectively and efficiently as possible, all while providing top-tier customer service. Responsibilities: * Provide initial partner support and convey resolutions to customers * Walk customers through problem-solving processes and provide assistance * Assess customer issues and properly escalate incidents as needed * Follow up with customers, provide feedback, and see problems through to resolution * Utilize excellent customer service skills and exceed customer expectations * Recommend changes to internal and customer-facing documentation where needed * Continually grow your knowledge of internal procedures, the Huntress product, and customer environments What You Bring To The Team: * Ability to adapt and pivot quickly to the day-to-day changes that hypergrowth companies experience * Highly collaborative mindset; being able to work together as one team to come to the best possible solutions for our partners * Consider themselves disciplined, with systematic problem-solving skills * Practical experience supporting Microsoft Windows Operating Systems, including familiarity with Windows internals such as services, the registry, etc., and troubleshooting common system and application issues * Practical experience with macOS, including familiarity with its directory structures, services, etc., and troubleshooting common system and application issues (knowledge of Terminal and Bash is a plus, but not required) * Experience with tools such as ProcMon and Process Explorer is a plus * Experience in configuring antivirus products and troubleshooting interactions between these products and specialty software * Is familiar with system configuration/management tools such as GPO, RMMs, and SCCM; scripting these tools is a plus What We Offer: * 100% remote work environment – since our founding in 2015 * Generous paid time off policy, including vacation, sick time, and paid holidays * 12 weeks of paid parental leave * Highly competitive and comprehensive medical, dental, and vision benefits plans * 401(k) with a 5% contribution regardless of employee contribution * Life and Disability insurance plans * Stock options for all full-time employees * One-time $500 reimbursement for building/upgrading home office * Annual allowance for education and professional development assistance * $75 USD/month digital reimbursement * Access to the BetterUp platform for coaching, personal, and professional growth Huntress is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is empowered to come to work every day just as they are. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status. We do discriminate against hackers who try to exploit businesses of all sizes. Accommodations: If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to [accommodations@huntresslabs.com](mailto:accommodations@huntresslabs.com). Please note that non-accommodation requests to this inbox will not receive a response. Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process, but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our [Candidate Privacy Notice](https://trust.huntress.com/?itemUid=47f0a941-b86f-4864-a0d0-a224a34cfd57&source=click) for more details on our practices and your data privacy rights. #BI-Remote Huntress is committed to creating a culture of inclusivity where every single member of our team is valued, has a voice, and is empowered to come to work every day just as they are. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status. We do discriminate against hackers who try to exploit businesses of all sizes. Accommodations: If you require reasonable accommodation to complete this application, interview, or pre-employment testing or participate in the employee selection process, please direct your inquiries to [accommodations@huntresslabs.com](mailto:accommodations@huntresslabs.com). Please note that non-accommodation requests to this inbox will not receive a response. Huntress uses artificial intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our human recruiters in the initial review process, but do not make final hiring decisions without human involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our [Candidate Privacy Notice](https://trust.huntress.com/?itemUid=47f0a941-b86f-4864-a0d0-a224a34cfd57&source=click) for more details on our practices and your data privacy rights. #BI-Remote Show more [Apply now >](https://jobicy.com/jobs/156772-product-support-specialist-eastern-time-zone.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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